How the complaint process works

The TDR process is designed to be as simple as possible.

Below is the process for complaints about products or services from a TDR member. TDR may be able to assist sooner in some cases. For example, if your complaint relates to the 111 Contact Code or Copper Withdrawal Code, and the matter is not resolved by the provider within five working days.




You have a complaint about your telecommunications company

Your telecommunications company

Make a complaint to your telecommunications company

  • Not happy with the outcome?
  • Six weeks and still no solution?

Ask the company for a reference number.

Telecommunications Dispute Resolution

Call TDR and see if your complaint is something they can help with. Call free on 0508 98 98 98


Make informal complaint to TDR


TDR checks the details with your telecommunications company and looks at possible resolutions

Was this successful? Dispute Resolved

TDR starts discussions with you and your telecommunications company to try and get a resolution

Was this successful? Dispute Resolved

TDR makes a final decision

Was this successful? Dispute Resolved

The TDR process is finished. If you are not happy with the outcome you can go to Court or the Disputes Tribunal.

More detail about our process